Network Voice Lead

What Working at Hexaware offers:

Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed.

Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance.

With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware’s commitment towards creating smiles.

“At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together.”

We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passion—the driving force that makes one smile and innovate, create, and make a difference every day.

What would you do?

Job Title: Network Voice Lead - Tier III Support Services

Location: Plano, TX

5 days onsite with Rotational Shifts

Type : Full Time / Perm / Contract

Rate : $75/hr C2C

Job Description:

Responsibilities:

• Expert level hands-on experience with enterprise voice network infrastructure, including Cisco Unified Communication platforms, Call Manager, Unity, and Contact Center solutions.
• Expert knowledge in voice protocols such as SIP, H.323, SCCP, MGCP, and troubleshooting related issues.
• Hands-on experience with voice gateways, session border controllers, and integration with PSTN and SIP trunk providers.
• Proficient in configuring and managing VoIP solutions and troubleshooting call quality issues, including jitter, latency, and packet loss.
• Expert knowledge in voice network routing, dial plans, and number translations.
• Experience with collaboration tools such as Cisco Webex, Microsoft Teams, and Zoom, including integration with voice systems.
• Hands-on troubleshooting experience with voice hardware platforms and architectures, including Cisco Voice Gateways, IP Phones, and conferencing systems.
• Proficient in managing voicemail systems and integration with email platforms (e.g., Unified Messaging).
• Experience in monitoring and managing voice network performance using tools such as SolarWinds, Wireshark, or similar platforms.
• Expert knowledge in QoS implementation and troubleshooting for voice traffic.
• Experience working with Service Provider Teams for faults with SIP trunks, PRI circuits, and voice carrier issues.
• Experience working with partner support teams, including the TAC support teams of principal vendors like Cisco, Avaya, etc.
• Serve as a technical escalation point for L2 and L1-level NOC, such as Tier I and Tier II.
• Handle high to critical incidents or customer requests and tasks related to voice network issues.
• Execute medium to high complexity projects and changes in the voice network.
• Act as technical reviewer and approver of NOC Tier II’s voice-related projects and changes.
• Develop Method of Procedure (MoP) for the NOC in executing changes or troubleshooting voice network issues.
• Provide secondary on-call support for voice network incidents.
• Good oral and written communication skills, ability to articulate voice network issues effectively.
• Strong knowledge of voice network troubleshooting tools and monitoring platforms.
• Maintain a high sense of urgency while staying calm under pressure.
• Team-oriented, quick learner, and adaptable to changes.

Credentials and Experience:

• Industry-standard certifications preferred (e.g., CCNP Collaboration, CCVP).
• 8-10 years' experience in Network Voice Operations teams.
• Experience in leading a team of 8 to 10 members focused on voice network support.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.

Equal Opportunities Employer:

Hexaware Technologies is an equal opportunity employer. We are dedicated to providing a work environment free from discrimination and harassment. All employment decisions at Hexaware are based on business needs, job requirements, and individual qualifications. We do not discriminate based on race including colour, nationality, ethnic or national origin, religion or belief, sex, age, disability, marital status, sexual orientation, parental status, gender reassignment, or any other status protected by law. We encourage candidates of all backgrounds to apply.

Find out more at Hexaware.com.